Senior Customer Success Manager - Technical Account Management

ZipHQ, Inc.; New York (NY); Hybrid; USD 160,000 - 190,000; Full time

Benefits offered by this job

Start-up equity

Full health, vision & dental coverage

Team building events

Flexible PTO

Apple equipment plus home office budg

401k plan

Job summary

ZipHQ, Inc. in New York, NY is seeking a Senior Customer Success Manager to guide a growing portfolio of enterprise customers. You will drive adoption, define outcomes, and partner with product and engineering to translate business needs into new solutions.

This role emphasizes building trusted relationships with procurement, finance, legal, IT, and compliance teams, ensuring renewal and net revenue retention, while empowering customers to become self-sufficient with Zip's platform.

Qualifications

• 8+ years in customer-facing roles (CS/AM/consulting) in a B2B SaaS setting.
• 1+ year in an implementation role (e.g., Solutions Consultant, Implementation Manager).
• Procurement background with familiarity in ERP/GRP tools and vendor management.
• Excellent interpersonal skills and ability to build trust quickly.
• Strong project management and process-improvement mindset.
• Proactive team player able to identify gaps and help across teams.

Responsibilities

• Manage a portfolio of enterprise customers and drive procurement success on Zip platform.
• Define customer outcomes and partner to achieve them continuously.
• Act as trusted procurement advisor educating customers on best practices.
• Identify champions and build relationships with Procurement, Finance, Legal, IT/Security, and Privacy/Compliance.
• Maintain high engagement and satisfaction focusing on adoption and loyalty.
• Manage customer health using data-driven adoption metrics.
• Collaborate with product and engineering to translate needs into new solutions.
• Train customers to become self-sufficient product experts.
• Collaborate with renewals to achieve target net revenue retention.

Skills

Customer success

Account management

Strategic consulting

Procurement

Interpersonal skills

Project management

Business processes

Team player

Tools

Netsuite

Coupa

Workday

CLM

GRC

JIRA

ServiceNow

Job description

About Zip

Zip is the AI platform for enterprise procurement - built for humans and agents working together. By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before.

The worlds most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more. Together they've saved over $8 billion and processed over $500 billion in spend. Zip's team includes product leaders from Apple, Airbnb, and Meta, as well as former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA.

Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

Your Role

We're looking for a Senior Customer Success Manager (equivalent to a Technical Account Manager) to manage our rapidly growing customer base across all industries and customer segments. As a Senior CSM, you'll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform, you'll also get exposure to different types of companies and industries. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees.

You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, creative problem solving, and want to work with a world-class team and customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, Miro, and many more.

You Will

• Help our largest customers drive procurement success on the Zip platform.


• Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.


• Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip's platform and procurement best practices.


• Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.


• Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.


• Manage customer health based on data-driven adoption metrics.


• Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.


• Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.


• Partner with the renewals team to achieve target NRR.


• Continuously improve Customer Success assets and processes. We're an early-stage company, we want people who are excited to build and motivated to up-level the status quo!

Qualifications

• 8+ years of relevant work experience working in customer-facing customer success, account management or strategic consulting organization. B2B SaaS experience in a high-paced environment is a benefit.


• 1+ year in an implementation role, such as Solutions Consultant, Implementation Manager, etc


• Procurement experience (procurement, sourcing, or vendor management background) and familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday etc.), CLM, GRC, JIRA, ServiceNow workflow management tools.


• Excellent interpersonal skills and ability to establish quick rapport and trust with customers.


• Strong project management skills to manage a dynamic customer portfolio.


• Creative problem solver while being attentive to details.


• Business process-oriented and ability to think about workflow efficiency (e.g. diagrams, conditionally based logic, etc.).


• Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality).

Nice to Haves

• Payments software experience (invoicing, PO creation) and background working with CFOs, Controller, Accounts Payable / Accounts Receivable roles.


• Experience with SaaS workflow management tools (low code / no code configuration).


• Experience working in a top tier consulting firm or have an MBA.

The salary range for this role is $160,000 - $190,000 OTE. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we're committed to providing our employees with everything they need to do their best work.

• Start-up equity


• Full health, vision & dental coverage


• Team building events


• Flexible PTO


• Apple equipment plus home office budget


• 401k plan

We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!